Discovering new worlds – your future starts here Global ... · 11:15 Breakout 4: Computacenter...

Discovering new worlds – your future starts here Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016Centro de Congressos de Lisboa, Lisbon, Portugal 14-15 September 2016 www.deloitte.co.uk/sharedservicesconference

Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016

Contents

Welcome 01

About the sessions 02

Conference planner 03

1


Welcome

Invitation to the Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016

Dear colleague

2006 was the year that this conference last visited the beautiful city of Lisbon. Although just 10 years ago – the world in which we now operate is very different. The digital age is truly upon us. It affects not only how we do business, but how we interact with one another and how we behave as consumers and employees.

While many businesses have started to adopt these digital technologies, most shared services and Global Business Services organisations have much work to do. Do you have a single ERP platform, enhanced with process specific enabling technologies, robotic process automation and cognitive technology? Have you eliminated the need for manual intervention in transaction processing so that your colleagues can focus solely on analytics and other value creating activities? If you can answer yes to these questions this conference is not for you – you are pretty much done! But we have seen very few organisations that are anywhere near this vision – despite the fact that these technologies are now all available.

These topics will form the basis of many of our discussions this year – steered by an expert panel of speakers from Deloitte and companies such as: AstraZeneca, Akzo Nobel, BT, Campbell Soup Company, Computacenter, Diageo, ESPAP, GE, Hampshire County Council, ISS, Johnson & Johnson, Lloyds Bank, Procter & Gamble, Siemens, Solvay, Sonae Sierra, Tarmac, Tetra Pak, & Vodafone.

Specific topics for discussion include:

• Is this the age of Global Business Services? Is Global Business Services a stand-alone model or simply an evolution of shared services? How do you set a course for success?

• Robotics – are we on the verge of a revolution? To what extent will robotics change the make-up of our future workforce?

• Social media, Mobility, Analytics and Cloud (SMAC) – have applications in the workplace now caught up with applications on the street? Where should you invest?

• The war on talent – how do you attract and retain a globally mobile workforce? What technologies do you need in your arsenal to get the most from the tech-savvy generation Y?

• Analytics – how do you extract and use ‘big data’? Where does the true value lie? What does this mean for the role and make up of shared services centres?

• Continuous Improvement (CI) – what do we now recognise as being best practice and how can you push the boundaries in your CI approach. What additional value can be unlocked this way?

1


About the sessions

A range of formats to engage you

Plenary sessions These sessions are targeted at all conference delegates. Plenary sessions will pick up on what we consider to be the most pertinent topics this year led by influential shared services, Global Business Services and BPO leaders. There will also be a number of panel sessions, where leaders in their fields will debate some of the key topics of interest in the industry today.

Breakout sessionsThese sessions are designed to give delegates the opportunity to explore specific topics in detail. They will be facilitated by subject matter experts who have deep knowledge of the topic. These subject matter experts will either guide you through the latest trends and thinking, or share with you practical advice from their own organisations to inspire you to make a change when you return to the office.

Discussion forums The discussion forums are your opportunity to discuss topics of interest with your peers and share insights and experience within a smaller group in a less formal setting. A subject matter expert will be on hand to provide facilitation and structure to the meetings, but there will be no PowerPoint slides.

Analytics demonstrations These demonstrations will show how analytics can be applied to solve business questions, by delivering previously-hidden insight from data available both inside and outside an organisation. At the conference we will showcase a selection of demonstrations relevant to Finance, HR and other topics which will be of interest to the audience.

2


Conference planner

3

Day 1 – 14 September

The conference planner is designed to provide you with an overview of the agenda. Use it to navigate quickly and easily through the programme to select sessions that meet your needs.

For further information on the conference programme, please see the detailed agenda section.

8:45 Plenary 1: Welcome and introduction to current market trendsPeter Moller, Emma Lawson & Miguel Eiras Autune, Deloitte

9:30 Plenary 2: Vodafone – Implementing a large mixed ownership Global Business Services model Steve McCrystal, SVP & Global Head of Shared Services, Vodafone

10:05 Delegates wanting to attend plenary 3B will need to transition to a different room as plenary 3A and 3B run concurrently

10:10 Plenary 3A: AstraZeneca – The case for functional shared services Tony Glynn, Former Vice President Global Finance Services, AstraZeneca

Plenary 3B: Panel – HR shared services in the Cloud: A silver lining or thunderstorm on the horizon?Panel to be chaired by Brett Walsh, DeloittePanel Mark Murphy, Global Head of HR Shared Services, BT, Carolyn Isaacs, Global HR service director, Diageo & Ralf Clausen, Head of CoC HR Information & Service, Voith

10:45 Refreshments and networking

Analytics demonstration – during refreshments and networking

10:50 – 11:10 Forensic activity impact measurement: driving insight to transform SSC productivityLaurence Collins & Neera Mayor, Deloitte

Breakout sessions

11:15 Breakout 1: Panel – Will Robotic Process Automation truly transform the shared service operating model? Panel to be chaired by David Wright, Deloitte

Breakout 2: Panel – Trends within public sector shared services Panel to be chaired by Deborah Gregg, Deloitte Panel Dr Jaime Quesado, President, ESPAP, Carolyn Williamson, Director of Corporate Resources, Hampshire County Council, David Mader, acting Deputy Director of Management, Office of Management & Budget I The White House & David Harker, Deloitte

Breakout 3: ISS – Developing a mature relationship with BPO providers: Maximising potential and adding strategic valueLars Nordestgaard Nielsen, BPO Director, ISS



4


Conference planner

Day 2 – 15 SeptemberDay 2 – 15 September

11:15 Breakout 4: Computacenter – War stories from the front line. The battle to retain talent in Budapest Jamie Davies, Finance Shared Services Manager, Computacenter

Breakout 5: Becoming an insight-driven organisation. The role of shared services and global business services in enterprise-wide analytics David Anderson & Natalie Williams, Deloitte

Breakout 6: Will Global Business Services/SSCS prove to be the pioneers of technology-led workplace innovation? Or an opportunity missed…?Mark Catchlove, EMEA Director of Insight, Herman Miller; Martin Laws & Carissa Kilgour, Global Work+Place initiative Leads, Deloitte

Breakout 7: Transforming your Tax operating modelJames Tooley & Demian de Souza, Deloitte

Breakout 8: J&J – Continuous Improvement within P2P: How they used CI in the P2P process to improve effectiveness and grow the organisationDavid Mansfeld, Managing Director & Herman Verschueren, Account Manager & Continuous Improvement Manager, Johnson & Johnson

Breakout 9: Celgene – Delivering statutory reporting in shared services centresOlivier Wuthrich, International Finance Director & David Pignolet, Executive Director Global Finance Operations, Celgene & Laurent Nowicki, Deloitte

Discussion forum

Discussion 1: Developing a shared services or Global Business Services business caseNick Prangnell, Simon Muller & Kalpesh Mistry, Deloitte

Analytics demonstrations – during breakout sessions and discussion forums

11:15 – 11:35 CFO dashboardOrla Dunbar & Anthony Maher, Deloitte

11:40 – 12:00 Visual Decision Xccelerator™ (VDX) – ‘what if’ shared services/GBS scenarios assessment tool Richard Sarkissian, Deloitte


5


Conference planner

12:00 Transition to breakout sessions, discussion forums or analytics demonstrations

Breakout sesssions

12:10 Breakout 1: Tarmac – Transforming control and compliance with enabling technology Andrew Parris, Director of Shared Services, Tarmac – a CRH Company

Breakout 2: Shared services & Global Business Services feasibilityDorthe Harding Keilberg, Deloitte

Breakout 3: BPO Panel Panel to be chaired by Mark Craddock, Deloitte

Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create a ‘Front Office Finance’ of the futureDavid Anderson & Alice Stephen, Deloitte

Breakout 5: Swiss Re – A stakeholder view of shared services, Global Business Services and BPO Peter Hämmerli, Head of Service Delivery Global Services, Swiss Re & Jayanth Poorna, Deloitte

Breakout 6: ESPAP – Building a shared service organisation in the public sectorDr. Jaime Quesado, President of ESPAP – Entidade de Serviços Partilhados da Administração Pública, I.P. (Portuguese Shared Services Entity for the Public Administration)

Breakout 7: Selecting your location, and how to make it workThomas Bo Jørgensen, Senior Project Manager Transformation Office DFDS, Elias van Herwaarden & Val Popovici, Deloitte

Breakout 8: Delivering a globally compliant payroll solutionDarlyl Knight, Deloitte

Breakout 9: ANZ Bank – Achieving best in class robotic process automation Pankajam Sridevi, Managing Director, ANZ Bank & Mihir Shukla, CEO, Automation Anywhere


6


Conference planner


Discussion forums

12:10 Discussion 1: Winning the PR battle. How and why you need to industrialise the selling process within your shared services or Global Business Services organisation Deborah Kops, Founder & Managing Principle, Sourcing Change

Discussion 2: Next generation service level agreementsJo Hart & Flavia Sepulvida, Deloitte

Discussion 3: Talent in shared service centres – a nest to nurture or safe haven to stay put?Jamie Davies, Finance Shared Services Manager, Computacenter, Emma Lawson & Ed Walker, Deloitte


12:10 – 12:30 Process X-Ray – A tool to understand your actual business processWilbert Pommerel, Deloitte

12:40 – 13:00 Driving purchasing effectiveness through analytics Colm Diamond & Patrick Foelck, Deloitte

13:00 Lunch and networking

Analytics demonstrations – during lunch and networking

13:10 – 13:30 Organisation design using analyticsNatalie Williams, Deloitte

13:40 – 14:00 Pathfinder – A benchmarking toolAlvee Britto & Jeff Wright, Deloitte

14:15 Plenary 4: Deloitte tech trends 2016Bill Briggs, Chief Technology Officer, Deloitte


7


Conference planner

14:50 Plenary 5: GE: Enabling Business Agility - building an 8,000+ strong multifunctional shared services organisation in 3 yearsBjorn Bergabo, General Manager, GE Global Operations for Europe, Russia & CIS, GE

15:25 Refreshments and networking

15:55 Plenary 6: Lloyds Bank – Driving value in a shared services centre environment through robotics, analytics and a service excellence programSteve McKenna, Finance COO, Finance Business Services, Lloyds Bank

16:40 Plenary 7: Panel – Emerging Technologies Panel to be chaired by John Tweardy, DeloittePanel Tony Glynn, AstraZeneca, Carolyn Isaacs, Diageo, Deborah Kops, Sourcing Change & Bill Briggs, Deloitte

17:30 Close of day 1 – Coaches back from conference venue to Deloitte booked hotels

Alternatively, if you do not need to return to your hotel room, you are invited to join us for drinks from 17:30, with this year’s sponsors at the Centro de Congressos de Lisboa (CCL).

Or you can simply make yourself comfortable at one of the many work stations and sheltered meeting spaces whilst you wait for the shuttle buses to transport you to the evening event from 18:45.


“ I prioritise one networking event a year, and this is always first on the list. It’s a crash course on industry trends.” VP Global Finance Services, AstraZeneca


8


Conference planner


8:45 Welcome to Day 2 Peter Moller & Nick Prangnell, Deloitte

Plenary 8: Integrated Global Services – The newest brand fuelling growth at Campbell Ed Carolan, SVP & President Integrated Global Services, Campbell Soup Company

9:25 Plenary 9: Business ecosystems come of age – Implications for business models and shared servicesJacob Bruun-Jensen, Deloitte

10:05 Delegates wanting to attend plenary 10B will need to transition to a different room as plenary 10A and 10B run concurrently

10:10 Plenary 10A: Panel – Centres of Excellence (CoE) – From providing shared services to delivering excellence Panel to be chaired by Miguel Eiras Antune, Deloitte

Plenary 10B: Human Capital trends and the implications for HR shared services Brett Walsh, Global HC group and HR Transformation practice leader, Deloitte

Breakout sessions

11:10 Breakout 1: Shared services/Global Business Services centre transition and migration planningMark Craddock, Deloitte

Breakout 2: Tetra Pak – Regional shared services model for mid-size organisations – How Tetra Pak gradually built a hybrid regional delivery modelChristian Moraldo, Vice President Group Financial Control, Tetra Pak

Breakout 3: Building quality and consistency of service with well-applied contact centre operations. Practical tips for Global Business Services and shared services leaders Richard Small, Deloitte


9


Conference planner

11:10 Breakout 4: Leiden University – Continuous Improvement (CI)Rob van den Wijngaard, Manager Finance SSC, Leiden University & Dirk Westra van Holthe, Deloitte

Breakout 5: Voith – The impact of Cloud on HR process optimisation and the shared services operating modelRalf Clausen, Head of CoC HR Information & Service Management, Markus Helle, Head of HR Process Management & Analytics, Voith & Hendrick Schmahl, Deloitte

Breakout 6: UK – National Health Service: Going digital – NHS Shared Business ServicesGary Connolly, e-Invoicing Manager, NHS SBS

Breakout 7: Insight-driven shared services centres – unleashing the power of predictive intelligence and analyticsLaurence Collins & Neera Mayor, Deloitte

Breakout 8: Getting your BPO relationship and governance model right Derek Smith, Global Head of Sourcing Strategy, UBS

Breakout 9: Internal controls – Service centre controls and impact of Robotic Process Automation (RPA)Ani Sen Gupta, Deloitte

Breakout 10: Shared service centres in the APAC Region: A Deloitte perspective of the benefits and challenges Henrik Ekstrom, Deloitte

Discussion forums

Discussion 1: Critical success factors in establishing shared services in the public sectorDavid Harker & Deborah Gregg, Deloitte

Discussion 2: Making change effective – looking at people, culture and behavioural changeJayanth Poorna & Ben Appleby, Deloitte


11:10 – 11:30 Driving purchasing effectiveness through analytics Colm Diamond & Patrick Foelck, Deloitte

11:40 – 12:00 Visual Decision XcceleratorTM (VDX) – ‘what if’ shared services/GBS scenarios assessment toolRichard Sarkissian, Deloitte


10


Conference planner


12:00 Transition to breakout sessions, discussion forums or analytics demonstrations

Breakout sessions

12:10 Breakout 1: Creative Disruption of your Global Business Services through new technologies and delivery modelsBen McCann, Global Solutions and Financial Services Innovation Leader, Procter & Gamble

Breakout 2: Nike – European outsourcing transition Hannelore van der Vorst, Europe Controller, Nike

Breakout 3: Meggitt – Implementing shared services and SAP Simon Carr, Global Finance SSC Director, Meggitt, & Susana Cambeiro-Gesto, Deloitte

Breakout 4: Credit Suisse – Talent challenges in FSI global in-house centres – How to manage and retain talent in a time of growthMarkus Hausheer, Location Strategy & Execution, Credit Suisse

Breakout 5: KWS – Seeding the futureCarsten Klapproth, Head of Global Services & Alex Gonzales, KWS

Breakout 6: Hampshire County Council – Moving up the value chain Carolyn Williamson, Director of Corporate Resources, Hampshire County Council & David Harker, Deloitte

Breakout 7: Eskom Holdings SOC – Moving beyond finance shared servicesRajen John, Head of Shared Services, Eskom Holdings SOC

Breakout 8: Driving productivity and business impact through analysis and synthesisLaurence Collins & Neera Mayor, Deloitte

Breakout 9: Sonae Sierra – A growth journey with a strong client focusVitor Duarte, Corporate Controller, Sonae Sierra

Breakout 10: Panel – Shell and Syngenta Lessons Learned: Managing Processes and Continuous Improvement (CI) Panel to be chaired by Geoff Gibbons, DeloittePanel Patsy Harris Jones, Downstream IT Continuous Improvement Manager, Shell & Neil Shilling, Head of Quality & Operational Excellence, Syngenta

Breakout 11: Establishing a strong foundation for cost efficient global payroll compliance and reputational risk managementEira Jones & Daryl Knight, Deloitte


11


Conference planner

Discussion forum

Discussion 1: Next generation robotics – where will robotics go in the next 2-5 years?David Wright, Deloitte


12:10 – 12:30 Organisation design using analyticsNatalie Williams, Deloitte

12:40 – 13:00 Pathfinder – A benchmarking tool Alvee Britto & Jeff Wright, Deloitte

13:00 Lunch and networking

Analytics demonstrations – during lunch and networking

13:05 – 13:25 Process X-Ray – A tool to understand your actual business processWilbert Pommerel, Deloitte

13:30 – 13:50 Machine learning: predictive intelligence to drive SSC insightLaurence Collins & Neera Mayor, Deloitte

13:55 – 14:15 CFO dashboardOrla Dunbar & Anthony Maher, Deloitte

14:15 Plenary 11: Solvay – Global Business Services, making the ‘owner’ model a global operating successGuy Mercier, Executive Senior Vice President – Head of Global Services Strategy & Delivery, Solvay

14:50 Panel 12: Functional shared services, Global Business Services or aggressive BPO – which model works best, when and why?Panel to be chaired by Peter Moller, DeloittePanel Paul Nicolaisen, VP Global Business Services & Simone Noordegraaf, VP Global Business Services Europe, Akzo Nobel & Nick Prangnell, Deloitte

15:30 Close of conference – coaches depart for airport


12

Notes

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), a UK private company limited by guarantee, and its network of member firms, each ofwhich is a legally separate and independent entity. Please see www.deloitte.co.uk/about for a detailed description of the legal structure of DTTL and its member firms.Deloitte LLP is the United Kingdom member firm of DTTL.

This publication has been written in general terms and therefore cannot be relied on to cover specific situations; application of the principles set out will depend uponthe particular circumstances involved and we recommend that you obtain professional advice before acting or refraining from acting on any of the contents of thispublication. Deloitte LLP would be pleased to advise readers on how to apply the principles set out in this publication to their specific circumstances. Deloitte LLPaccepts no duty of care or liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.

© 2016 Deloitte LLP. All rights reserved.

Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 2 New Street Square,London EC4A 3BZ, United Kingdom. Tel: +44 (0) 20 7936 3000 Fax: +44 (0) 20 7583 1198.

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